This opportunity is closed for applications

The deadline was Thursday 24 November 2016
HM Courts and Tribunal Service (HMCTS)

HMCTS Change Portfolio Programmes - UX resource

0 Incomplete applications

15 Completed applications

9 SME, 6 large

Important dates

Thursday 10 November 2016
Deadline for asking questions
Thursday 17 November 2016 at 11:59pm GMT
Closing date for applications
Thursday 24 November 2016 at 11:59pm GMT


Summary of the work
Provision of UX resource for HMCTS Change Portfolio Programmes, working on user research, design and content design to deliver efficient and effective justice services to internal-facing and citizen users. The supplier will provide UX capability for the Programmes and contribute to the establishment and adoption of best practice.
Latest start date
Expected contract length
2 years. First SOW will be 3 months duration. Subsequent SOWs will usually be 6 month durations
Organisation the work is for
HM Courts and Tribunal Service (HMCTS)
Budget range

About the work

Why the work is being done
The HMCTS Change Portfolio is a series of business transformation programmes that will radically change how the justice system is delivered as a whole and the individual agencies working within it, fundamentally changing the way they work by: 1. Increasing productivity and service efficiency 2. Reducing operating costs 3. Improving the user experience. This Programme covers the works previously known as the CJS Common Platform and HMCTS Reform.
Problem to be solved
The UX function provides guidance and direction to the Programmes to deliver digital services for Crime, Civil, Family and Tribunal jurisdictions in the justice system. The Programmes will deliver new citizen-facing services and supporting back-office systems and processes to enable:
- sharing of data across agencies and organisations through a single data source
- accessing and updating data based on a user's security profile
- providing a digital operating environment that will optimise building utilisation, minimise transport, increase procedural efficient and reduce paper reliance.
Who the users are and what they need to do
The Users may include: 1. The citizen (general public) 2. Her Majesty’s Courts and Tribunals Service (HMCTS) 3. Crown Prosecution Service (CPS) 4. Legal defence community 5. Police 6. National Offender Management Service (NOMS); including Prison & Probation Services 7. Other Judiciary and Legal authorities
Early market engagement
Any work that’s already been done
A number of preliminary Discovery and Alpha phases have been completed within the Change Portfolio, using the GDS agile methodology. However, there are a number of projects as yet to commence a Discovery – Alpha – Beta – Live approach to service implementation.
Existing team
HMCTS require approximately 10 user researchers, 4 UX designers and 3 content designers to start by Qtr1 2017, ramping up to a maximum 25 resources over the contract duration.

Active projects are made up on resources from a number of suppliers. In some cases these teams include research, UX design and content design capability. The supplier will be expected to provide additional capability to extend our ability to deliver as projects scale and new projects start. In addition the supplier will have the opportunity to replace existing UX staff at appropriate points owing to departure or commercial arrangements being concluded.
Current phase
Not applicable

Work setup

Address where the work will take place
Office-based in one of three locations:
- 102 Petty France, London SW1H 9AJ
- Southern House, Wellesley Grove Croydon CR9 1WW
- Rose Court, 2 Southwark Bridge Road London SE1 9HS.
There may be some travel nationally in England and Wales to research with users.
Working arrangements
On-site working at the specified base location working a five (5) day week, except where off-site research and testing sessions are required.

For any work performed at a location different to that of the Base location and London (outside of the M25), all reasonable travel and expenses costs shall be met in accordance with the rates set out in the MoJ travel and subsistence policy. All expenses will require prior approval from HMCTS before being reimbursed.

The Service is being delivered against the GDS Service Manual (e.g. agile delivery aligned to scrum methodology).
Security clearance
Baseline Personnel Security Check (BPSS) which must be dated within three months of the start date. See for further guidance.

Additional information

Additional terms and conditions
Any expenses shall be submitted in line with the Ministry of Justice standard Travel and Subsistence policy.

Skills and experience

Buyers will use the essential and nice-to-have skills and experience to help them evaluate suppliers’ technical competence.

Essential skills and experience
  • Demonstrable experience in providing the 3 key UX roles as defined by GDS ( within a multi-disciplinary team=2%
  • Demonstrable experience of integrating UX capability into the successful delivery of high volume, multi-transactional transformational services for use by organisations and citizens, following GDS design principles and assessment guidelines=2%
  • Demonstrable evidence of conducting effective research, communicating insights to delivery team and wider programme to inform decisions. Fast turnaround of highlights via professional presentations of findings appropriate to the audience=2%
  • Demonstrable experience in delivering UX designs quickly and efficiently that meet the identified user needs and can be tested and iterated easily during the design phase=2%
  • Demonstrable experience of producing content and micro-content to support the design and delivery of an effective, efficient service appropriate for its users=2%
  • Demonstrable experience of defining and designing Assisted Digital solutions alongside any online service=1%
  • Experience defining best practice for UX delivery and communicating these to delivery teams/stakeholders, best practice processes to support preparation for GDS service-assessments, and balancing delivery needs against GDS DbD approach=1%
  • Experience in fostering and developing a UX community of practice working alongside existing UX resources and retention / development of UX talent across a range of seniority and experience levels=3%
  • Provide evidence of capacity and capability to provide up to 17 UX resources (10 user research, 4 UX design, 3 content design) by late January /early February 2017=4%
Nice-to-have skills and experience
  • Recent experience of working within at least two agile project phases (Discovery, Alpha, Beta, Live), embedding UX capability on a transformational change programme across two consecutive phases for a service=1%
  • Demonstrable experience of taking a service through a successful GDS Digital by Default assessment=1%
  • Experience of providing UX capabilities within an incremental release environment of digital services to end-users (in private Beta or Live phases) =1%
  • Experience of working alongside an organisation undertaking wider ranging strategic customer insight and research, supporting a broad-ranging transformational change programme =1%

How suppliers will be evaluated

How many suppliers to evaluate
Proposal criteria
  • Explain your overall approach and methodology for delivering UX services, your approach to delivering the capabilities required, including a delivery and resource plan =3%
  • Provide details of your team structure including CVs for the intial proposed team that provide details of relevant skills and experience =7%
  • Provide three (3) cases studies - including reference contact details - that relate to and identify the individuals you propose to provide the services =7%
  • Detail your method for attracting and recruiting and/or placing high quality and appropriately skilled UX staff into HMCTS whilst minimising HMCTS's effort in CV sifting, interviewing and recruiting. =4%
  • Describe how you intend to maintain quality and speed of delivery for individual projects and overall programme, the measures, the evaluation criteria, and resource performance ensuring continuous improvement =4%
  • Explain how you plan to retain key resources for the duration of the contract and how you can commit to meet HMCTS's need for UX capability and scale up =3%
  • Describe anticipated risks and dependencies, and how they will be managed and mitigated =2%
  • Describe your approach for enabling digital teams, delivering capability and ensuring knowedge transfer during handover to the HMCTS BAU team as projects complete and at the end of the engagement=2%
  • Explain the Value Proposition; value for money, how the proposal will optimise costs, and generate savings =5%
Cultural fit criteria
  • Explain the approach for working with multi-vendor teams across both programmes in multiple projects at different locations =4%
  • Explain how you will ensure collaboration at all levels of the project and programme delivery between users, team members, and management. Give examples of where you have taken this approach=3%
  • Explain how you would maintain a no-blame culture and encourage people to learn from their mistakes; provide examples =3%
Payment approach
Time and materials
Assessment methods
  • Written proposal
  • Case study
  • Reference
  • Presentation
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

Please note a teleconference will take place on 15/11/2016 at 15:00 - 16:00. Dial in details as follows.

0800 917 1956 (mobile 0203 463 9739) participant PIN 29004640#
2. Do you know what roles you want on which teams?
HMCTS has looked at the roles they believe they need going forward. There is up to ten in the 1st quarter of next year for the 3 roles. The purpose of this contract will also be to supplement any existing UX staff in place that leave during the course of the programmes. This requirement will be become more important as the programmes go on.
3. Is the requirement for a single supplier?
Yes. DOS only allows a contract with one supplier for each opportunity published.
4. Where will staff be located?
Staff on the CPP programme will be based in Croydon. Staff on Reform will be based in 102 Petty France in Central London. Some of the HMCTS projects have staff working from locations such as Liverpool and Manchester who often travel to London. The nature of this requirement means that some National travel will be required, especially in the North of the country.
5. Have you identified roles at courts?
This is still a work in progress for the reform programme as part of transformational change. The CPP programme are further on with their programme.
6. The latest start date is stated as 30/01/2016. Can you confirm this should be 30/01/2017?
Yes we can confirm the latest start date is the 30/01/2017. This was an error on our part.
7. Does the procurement also include the requirement for a capability lead(s), to provide leadership to the UX community of practice, and ownership and assurance of its approach and deliverables?
Within the HMCTS Change Portfolio of projects, we have two UX Practice Leads who look across the full UX skillset within the practices. As part of building the communities of practice, we anticipate identifying domain leads (at the business, usergroup and/or UX specialist level) from within the teams to support the UX leads in defining the guidelines, standards and best practice in each area, and assisting the teams in adhering to and adopting these. These people will be identified either from existing staff or as part of mobilising the additional people sourced from the successful supplier to develop our capabilities.